SECOND TOUCH POINT
*Automated*
Purpose:
The second touch point occurs midway through the license period. It involves an automated survey created in Typeform sent to learners to check in on their progress and gather feedback on their experience with the platform. This interaction also allows coaches to motivate learners to continue actively using the platform and to highlight their achievements. Coaches treat learner responses as actionable items and complete follow-up calls as needed. By encouraging learners to respond to this survey, we aim to collect valuable data for tracking progress and enable coaches to prioritize areas where learners need the most assistance.
Time: The automated survey email is scheduled to be sent at the midpoint of the license period, ensuring it reaches learners when they have had sufficient time to engage with the platform and can provide meaningful feedback.
Goals of the Second Touch Point:
- Provide Motivation and Highlight Accomplishments: The email sent with the survey aims to inspire learners by showcasing their achievements and progress on the platform.
- Overview of Engagement: Offer a comprehensive summary of the learner's activity and usage of the platform to date.
- Invite Learners to Complete a Survey: Invite to a progress survey which tracks learner progress and feedback.
- Diversify Learning Focus: Encourage learners to explore and dedicate time to different areas of learning they may have overlooked.
- Assess Progress Towards Goals: Evaluate the progress learners have made toward the goals they initially set.
- Coach Review and Support: During this period, coaches will review survey responses in HubSpot, reach out to learners to address their questions, and provide additional support.
Survey Questions in English
- How happy are you with your EnGen program?
- Which of the following tasks are you completing in your EnGen program?
- Your EnGen Coach: Do you currently need help from your Coach?
- Please tell us more about what you need from your Coach______
- Are you starting to have success with your English in the real world because of EnGen?
- What success in the real world have you experienced with your English?
- If you want to share more about your success, please do so here____
- EnGen Workshops: How do you feel about EnGen’s workshops so far?
- What do you like about EnGen’s workshops?
- What would make EnGen’s workshops better for you?
- Is there a topic or skill that you would like to practice in a future workshop?
- How does the current workshop schedule work for you?
- Which days and times would work for you to attend workshops?
- After completing your current EnGen program, would you be interested in re-enrolling in EnGen to continue your improvement?
- In EnGen’s Catalog of courses and units, what new topics would you like?
- Is there anything else you would like to share about your experience with EnGen so far?
Messaging Learners Receive with the survey.
How to identify Learners' responses (Coaches)
#team-coaching
Action for the Coach: Call within 24-48 hours
Additional HubSpot Reports
- Coaches and CSMs could identify additional success stories using this report: Midpoint Survey Results - Learners’ Feedback
- Coaches should use this report to identify learners who are interested in re-enrolling when conducting their TTP outreach: Learners Interested in Re-enrolling (from mid-point coaching survey)